• 산경연구논집
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• 제15권2호
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• pp.1-10
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• 2024

Purpose: The aim of this study is to examine the factors influencing prospects toward for the metaverse in both the public and private sectors, focusing on the perspectives of millennials and generation Z that were rarely examined in previous studies. Research design, data and methodology: This study employed an online survey as its research methodology utilizing factor analysis, ANOVA, and regression analysis to test the formulated hypotheses. Results: The findings of this study reveal that factors such as citizen/customer relationship management, the application of metaverse in both in the public and private sectors. Moreover, the effect size of applying the metaverse to cities on prospects toward the Metaverse was notably higher in the public sector. The effect size of metaverse management for customer relationship management showed a greater impact in the private sector. Conclusions: The results carry significant managerial and policy implications. They shed light on how millennials and generation Z perceive the applications of the metaverse in relation to cities, products, and brands. Notably, the results suggest that application of the metaverse for cities and management of customer relationships for products and brands emerge as key factors influencing the prospect of the metaverse in the public and private sectors.

• 품질경영학회지
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• 제46권1호
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• pp.75-94
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• 2018

Purpose: This research intended to explore a causal relationship among empowerment, job satisfaction, organizational citizen behavior, and customer orientation of employees working at the elderly care hospital, and we intended to explore mediating role of job satisfaction and organizational citizen behavior(OCB) and moderating role in the relationship of them. Methods: A survey tool was questionnaire that had obtained validity and reliability through literature survey and pretest survey, and sample 388 was analyzed through SEM using SPSS21.0 and AMOS21.0. Results: All theoretical relationships on research model were turned out except one between empowerment and customer orientation. Job satisfaction and organizational citizen behavior play an important mediating role in the research model. LMX plays a moderating role in the research model. Conclusion: In order to delegate the duties of the elderly nursing facility and to manage and operate the efficient human resources, the quality of the LMX should be raised so that the empowerment, job satisfaction and organizational citizenship behavior of the employees ultimately strengthen the customer orientation of them.

• 산경연구논집
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• 제13권3호
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• pp.13-24
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• 2022

Purpose: The purpose of this paper is to investigate key factors that affect customer dissatisfaction on public transportation system by highlighting the necessity of citizen participation and improved management of advanced technology for sustainability. Research questions applied in this study include following; i) how are factors on dissatisfaction related to types of transportation modes; ii) how do perceived proposed factors affect citizen dissatisfaction; iii) how do the improvement of public transportation service affect the level of expected satisfaction; and iv) how do expected satisfaction affect policy agreement and government trust. Research design, data and methodology: For qualitative research, civil opinions were collected and chi-square analysis was applied using keywords. For quantitative research, online survey was collected and factor and multiple regression analyses were applied. 3) Results: This study found that efficiency of operation system and safety on dissatisfaction showed significant in all three public transportation modes. This study found that perception of government policy and trust on government will increase as expected satisfaction increases. Conclusions: This study provides managerial and policy implications on society and policy makers by addressing necessity of improving strategies for public transportation system with the consideration of citizen relationship management and sustainable development.

• 복식
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• 제56권2호
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• pp.83-100
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• 2006

As online fashion businesses achieve rapid growth in the last few years, they gather various kinds of customer information through customer registration procedures and expect to utilize this information for CRM programs. The purpose of this study were to understand the current practices of customer information management of online fashion companies and to discuss how to improve it for the benefit of both customers and fashion businesses. This study included three steps of empirical data collection process: First, online fashion companies were visited and content analyzed at three time periods-2002, 2003, and 2004. Second, a questionnaire was developed and surveyed with 488 customers. And third, interviews with two groups were conducted, one with customers who experienced customer registration with online fashion companies and the other with experts of web developing. Through customer registration procedures, personal and contact information such as name, citizen registration number(social security number), home address, home telephone number, and cellular phone number were most frequently required. Customers were asked to provide more specific information regarding their privacy, online behavior, and taste recently. The variety of information category in 2004 observation was larger than 2002, but the amount of required information from each company got smaller. Customers tended to provide some false infor- mation, and the most frequently cited reason for that was 'too much hassle' and 'no practical benefit from information provision'. Customers were concerned with the exposure of personal information such as citizen registration number. The ideal number of pieces of information required was identified as 3 to 5 including name, phone number, and address. The paper was concluded with the discussion of customer information management from CRM perspective, CRM program, information analysis methods, and security.

• 디지털산업정보학회논문지
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• 제11권3호
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• pp.125-143
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• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.

• Spatial Information Research
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• 제20권4호
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• pp.37-45
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• 2012

현재의 공간정보서비스는 스마트 사회의 도래에 따라 정보화 사회에서 축적된 공간정보의 콘텐츠 및 기술적 자산을 기반으로 스마트 사회에 걸맞은 모습으로 새롭게 전환되어야 할 필요가 있다. 본 연구는 공간정보 오픈플랫폼이 보다 경쟁력 있고 지속적인 자생력을 갖추기 위하여 공간정보 소셜플랫폼으로 전환해야 하는 필요성을 제시하였다. 공간정보 오픈플랫폼이 공간정보 소셜플랫폼으로 점진적으로 진화하기 위한 소셜화의 요구조건들을 P. Savalle가 제시한 소셜플랫폼이 갖추어야 할 주요 개념을 기준으로 검토하였다. 이를 기반으로 스마트 사회에 대응한 공간정보 서비스의 구현기반으로서 공간정보 소셜플랫폼의 개념과 플랫포머로서의 정부의 역할을 제시하였다.

• 경영과정보연구
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• 제34권5호
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• pp.71-92
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• 2015

본 연구는 기업의 사회적 책임(CSR: corporate social responsibility)활동이 재무성과에 미치는 영향을 베이지안 네트워크를 통해 분석하였다. 본 연구에서는 선행연구에서 널리 사용되어 온 분석방법인 다중회귀분석방법의 종속변수와 설명변수간에 획일적인 선형함수만을 가정하는데에서 나오는 문제점을 극복하고자 한다. 즉, 기업의 재무성과에 영향을 미치는 경영자의 사회적 책임활동간에 존재하는 인과관계를 도출할 필요가 있다. 이는 어떤 변수가 다른 어떤 변수와 직접 또는 간접적 인과관계를 통하여 기업의 재무성과에 영향을 주는지를 의사결정자에게 알려줌으로써 보다 효과적으로 기업의 재무성과를 개선시킬 수 있도록 지원할 수 있다. 이를 위하여 본 연구에서는 일반 베이지안 네트워크 (GBN: General Bayesian Network)을 제안하고 GBN에서 유도되는 마코프 블랭킷 (Markov Blanket)을 제시한다. 본 연구는 경제정의실천시민연합 산하 경제정의연구소에서 조사한 한국의 대표적 기업 약200개의 2005년부터 2011년까지 경제정의지수(Korean economic justice institute index: KEJI index)를 기초로 실험한 결과 기업성과측정치에 따라 차이는 보이지만 건전성(CSR1_20)과 경제발전기여도(CSR7_10)는 모든 기업의 재무성과에 직접적인 인과관계를 나타내었으며, 소비자보호만족도(CSR4_7), 환경보호만족도(CSR5_10) 및 종업원만족도(CSR6_10)는 각 측정지표간의 직 간접적인 인과관계를 나타내어 서로에게 중요한 영향을 미치고 있음을 나타내었다. 또한, what-if 민감도 분석을 통해 기업재무성과에 직접적인 인과관계가 있는 변수들의 사전확률이 변할 대 사후확률의 변화를 분석하여, 본 연구에서 제안한 방법이 모두 통계적으로 유의한 결과를 제공한다는 것이 실증적으로 검증되었다.